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About Integrated Specialty Coverages Integrated Specialty Coverages, LLC (ISC) is a growth stage technology and data-driven commercial MGA and insurance wholesaler leading innovation in the market.   Backed by one of the leading private equity firms, Onex Partners, and led by a forward-thinking management team, ISC is combining the worlds of insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products for a range of industries and “Main Street USA”, we are looking for the right people to help us in our mission of achieving exponential growth. We strive to be the number one place to go for brokers and agents to source insurance. To accomplish this, we’re building a digitally focused team that deeply understands the intersection between user experience, data, and AI/ML to optimize the way we engage with our customers and partners. Job Summary The Sr. Manager, Operations is a strategic and operationally-focused leader responsible for overseeing ISC's BPO programs end to end. This role builds and sustains collaborative, performance-driven relationships with third-party service providers, ensuring that all outsourced processes are optimized, compliant, and aligned with ISC's business objectives. Serving as the primary escalation point between ISC and its BPO partners, this leader brings deep P&C commercial insurance expertise alongside Business Process Excellence discipline to drive continuous improvement, cost efficiency, and exceptional service delivery. This is a high-visibility, cross-functional role that partners closely with Business Experience leadership, Finance, Legal, Compliance, and front-line BPO management teams. To be considered for this role, candidates must live in Ohio, Georgia, Pennsylvania, Florida, Arizona or Texas. Position Responsibilities Strategic Vendor Management Develop, sustain, and deepen relationships with critical BPO vendors, ensuring strategic alignment with ISC's business goals, service expectations, and compliance standards. Lead vendor onboarding and offboarding processes, including transition planning, knowledge transfer, and contractual closeout. Maintain a vendor performance scorecard and drive quarterly business reviews (QBRs) with senior vendor leadership. Business Process Excellence & Optimization Serve as a key process owner within the BX team — mapping, assessing, and recommending whether workflows should be digitized, automated, outsourced, or retained in-house. Apply Six Sigma methodology (Green Belt required; Black Belt strongly preferred) to identify defects, reduce variation, and drive measurable process improvements across BPO-delivered functions. Lead and facilitate process improvement projects with quantifiable ROI; document outcomes and present findings to senior leadership. Partner with BPO operational teams to ensure consistent adoption of optimized workflows and standard operating procedures. Performance Oversight & Reporting Own monthly BPO performance reviews — monitor KPIs, SLAs, quality scores, productivity metrics, and CX outcomes; identify trends and surface improvement opportunities. Conduct QA audits of time studies and staffing models to validate that headcount and capacity plans align with projected work volumes and required KPI attainment. Leverage ticketing and workflow platforms (e.g., Zendesk, ServiceNow, Salesforce Service Cloud) to extract performance data, track escalations, and measure resolution trends. Prepare and present executive-level performance dashboards and reporting packages to BX leadership and ISC senior management. Risk & Compliance Management Identify, assess, and mitigate vendor-related operational, financial, and regulatory risks proactively. Ensure all BPO partners adhere to applicable P&C insurance regulatory requirements, data security standards, and ISC compliance policie